Portfolio/ Program Manger Design and CX

Locations: Charlotte, Frisco

Job Description:

Position Overview

The D&CX Portfolio Office is seeking a strategic leader to drive execution excellence and maximize business value across our Digital & Customer Experience portfolio. This role serves as a central steward for strategic alignment, performance management, and process optimization, ensuring our initiatives deliver on organizational goals while optimizing resource utilization.

Mission

Drive execution and maximize business value by providing oversight, alignment, and support for the D&CX portfolio and programs. Enable informed decision-making and ensure successful delivery of initiatives aligned with organizational goals through effective portfolio management and resource optimization.

Key Responsibilities

Strategic Portfolio Management

• Serve as central steward for D&CX strategic alignment and performance management
• Develop and maintain master roadmaps that align portfolio investments with organizational priorities
• Oversee portfolio change controls to ensure disciplined management of scope and resources
• Lead portfolio reporting initiatives, ensuring transparency and accountability across all levels
• Facilitate annual planning processes and monthly operating reviews with executive stakeholders

Portfolio Governance & Operations (Expanded 2026 Scope)

• Reinstate and manage the D&CX intake process, establishing clear criteria and workflows for new initiative requests
• Lead resource allocation decisions across the portfolio, balancing capacity with strategic priorities
• Develop and deliver expanded reporting capabilities that provide actionable insights for leadership
• Provide trade-off recommendations to executive leadership, analyzing portfolio dependencies, risks, and opportunities
• Drive informed decision-making through data-driven portfolio analytics and scenario planning

Process Excellence & Standardization

• Standardize processes to ensure consistency across D&CX Portfolio and all PMO-led initiatives
• Lead continuous improvement efforts to evaluate and implement new processes and routines
• Establish best practices for effective portfolio and program management
• Drive adoption of portfolio management methodologies and tools across the organization
• Mentor program managers and teams on standardized approaches and governance frameworks

Stakeholder Engagement & Communication

• Partner with D&CX leadership to translate strategy into executable portfolio plans
• Facilitate cross-functional collaboration to resolve dependencies and remove barriers
• Communicate portfolio health, risks, and opportunities to executive stakeholders
• Build strong relationships across the organization to enable effective portfolio delivery

Qualifications

Preferred

• PMP, PgMP, or portfolio management certification
• Experience in digital transformation or customer experience initiatives
• Background in financial services or regulated industries
• Advanced degree (MBA or related field)

Success Metrics

• Portfolio delivery against strategic objectives and timelines
• Effectiveness of resource allocation and utilization
• Quality and timeliness of portfolio reporting and insights
• Stakeholder satisfaction with portfolio governance and decision-making processes
• Successful implementation of standardized processes and adoption across team

Locations: Charlotte, Frisco

Job Description:

Position Overview

The D&CX Portfolio Office is seeking a strategic leader to drive execution excellence and maximize business value across our Digital & Customer Experience portfolio. This role serves as a central steward for strategic alignment, performance management, and process optimization, ensuring our initiatives deliver on organizational goals while optimizing resource utilization.

Mission

Drive execution and maximize business value by providing oversight, alignment, and support for the D&CX portfolio and programs. Enable informed decision-making and ensure successful delivery of initiatives aligned with organizational goals through effective portfolio management and resource optimization.

Key Responsibilities

Strategic Portfolio Management

• Serve as central steward for D&CX strategic alignment and performance management
• Develop and maintain master roadmaps that align portfolio investments with organizational priorities
• Oversee portfolio change controls to ensure disciplined management of scope and resources
• Lead portfolio reporting initiatives, ensuring transparency and accountability across all levels
• Facilitate annual planning processes and monthly operating reviews with executive stakeholders

Portfolio Governance & Operations (Expanded 2026 Scope)

• Reinstate and manage the D&CX intake process, establishing clear criteria and workflows for new initiative requests
• Lead resource allocation decisions across the portfolio, balancing capacity with strategic priorities
• Develop and deliver expanded reporting capabilities that provide actionable insights for leadership
• Provide trade-off recommendations to executive leadership, analyzing portfolio dependencies, risks, and opportunities
• Drive informed decision-making through data-driven portfolio analytics and scenario planning

Process Excellence & Standardization

• Standardize processes to ensure consistency across D&CX Portfolio and all PMO-led initiatives
• Lead continuous improvement efforts to evaluate and implement new processes and routines
• Establish best practices for effective portfolio and program management
• Drive adoption of portfolio management methodologies and tools across the organization
• Mentor program managers and teams on standardized approaches and governance frameworks

Stakeholder Engagement & Communication

• Partner with D&CX leadership to translate strategy into executable portfolio plans
• Facilitate cross-functional collaboration to resolve dependencies and remove barriers
• Communicate portfolio health, risks, and opportunities to executive stakeholders
• Build strong relationships across the organization to enable effective portfolio delivery

Qualifications

Preferred

• PMP, PgMP, or portfolio management certification
• Experience in digital transformation or customer experience initiatives
• Background in financial services or regulated industries
• Advanced degree (MBA or related field)

Success Metrics

• Portfolio delivery against strategic objectives and timelines
• Effectiveness of resource allocation and utilization
• Quality and timeliness of portfolio reporting and insights
• Stakeholder satisfaction with portfolio governance and decision-making processes
• Successful implementation of standardized processes and adoption across team